Staff Employee Engagement

Employee engagement is one of the top items on board agendas right now. Talent is rare, key skills are scarce and competition for people who can walk the talk is fierce. Organizations want to ensure they have their staff fully engaged in their vision, mission and goals.

But how does a business go about ensuring this engagement is there? Measuring it is a great place to start – and ensuring it’s being measured ongoing is important too. In this section, we’ve got articles that will show you how to do just that. There’s also a goldmine of information on ways you can engage with your teams to help them perform their best and stay with your organization for the long run.

The average cost for a business to acquire a customer is roughly 5-25 times the cost for retaining a customer, so it's safe to say that it's worth investing in customer loyalty. But how *do* you maintain loyalty in your customer base?
You…

Customer Thermometer sponsored Forrester's excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation…

It is well known that it can cost up to five times more to gain a new customer than it does to retain an existing one. These days, smart, forward-thinking enterprises are paying far more attention to customer retention than ever before. They’re…

This month, I've been reading Chip and Dan Heath's really excellent book, The Power of Moments: Why Certain Experiences Have Extraordinary Impact.
This is a thought-provoking book, packed with case studies and stories but also fielding a…

19th June 2019

https://www.customerthermometer.com/img/power-of-moments-header.png248710Lindsay Willotthttps://www.customerthermometer.com/img/logo@2x.pngLindsay Willott2019-06-19 15:24:212019-06-19 15:24:21The Power of Moments: Book Review

Since its formation in 1991, phs Compliance has enjoyed substantial growth. It is now a major provider of property and facilities management services, employing over 500 people and delivering over 14 million compliance inspections across 35,000…

10th June 2019

https://www.customerthermometer.com/img/phs-Compliance-csat.png248710Lindsay Willotthttps://www.customerthermometer.com/img/logo@2x.pngLindsay Willott2019-06-10 13:50:592019-06-10 13:50:59Putting customers at the heart of phs Compliance's service

Ahead of our visit to Forrester’s annual CXNYC event in June, I spent a long-haul flight taking notes from John A. Goodman’s Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service.
Drawing on over 40 years of experience…

College prep is a serious business, especially in the US. However, only one in four students score college-ready on the ACT (The ACT is a standardized test used for college admissions in the United States)
For low-income and minority students,…

Customer satisfaction survey response rates are influenced by a multitude of factors, many of which we’ve discussed previously. One of the most important is timing. The day of the week, the time of the day along with the time delay between…

Schools have undergone a cashless revolution since ParentPay launched its innovative payment solution in 2002. As a result of removing cash, schools have saved millions of hours of time accounting for meals, trips, uniforms and other school…

This month we review the excellent How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing by Adrian Swinscoe.
Adrian is an ex-teacher, economist and manager with experience in organizations such as Shell, the FT and the…

I've rarely been more fired up to write a book review for our blog than the moment I finished Subscribed: Why the Subscription Model Will Be Your Company's Future - and What to Do About It by Tien Tzuo, Founder and CEO of Zuora.
For several…